Hospital Readmissions When a patient leaves the hospital, the last thing they want to do is go back. Yet, hospital readmissions happen all of the time with studies showing 1 of every 4 patients is readmitted following hospitalization. Studies also show that one of the most common reasons for this is insufficient communication for a …
7 Solutions to Reduce Hospital Readmission Rates Read More »
Well, we’re here, and it’s happening: Back in 2013, Walker Insights made the bold prediction that, by 2020, customer experience would overtake price and product as the key brand differentiator –and today’s customers are reporting that it’s true. Consider the following findings from Salesforce Research’s State of the Connected Customer report, second edition: This emphasis …
How Your Contact Center Can Become the Key Driver of Customer Survey Responses Read More »
Here at Plum Voice, we talk a lot about how our IVR solutions can help improve your customer service offerings. It’s not enough, however, to simply talk the talk. It’s just as important to lead by example, to walk the walk. We recently asked our customers to fill out a survey through TechValidate to let …
Practice What You Preach: A Demonstrated Commitment to Customer Service Read More »
Scaling Customer Feedback Software “At scale,” one of the more daunting phrases for any contact center. Whatever the initiative is, it’s so important that it’s not good enough to just work with representative samples or roll it out to specific groups. “At scale” technically means the initiative is as big as it needs to be …
Quantitative data makes the business world go ‘round and qualitative data provides the nuance and shading to help contextualize all those numbers. But qualitative data can be difficult to obtain and analyze. Using IVR to record and transcribe the customer responses is one way to get qualitative data. There are two different methods that we …
IVR and Audio Transcription: Find the Method That’s Right for You Read More »
As the old adage goes, the customer is always right. For Second To None, a customer experience research and analytics agency serving leading brands across North America, one of its clients wanted to add telephone surveys to their Voice of the Customer program. At the time, Second To None lacked a voice option for this …
Case Study: Second To None Expands Voice of the Customer Offerings with Plum Voice Read More »
Customer feedback is the lifeblood of an organization. However, that information is only useful if it’s actually put to use. Collecting data for the sake of collecting data doesn’t do anyone any favors. When it came to customer feedback for their claims department, the Erie Insurance company relied on a manual process. The cost of …
Case Study: 145% VoC Response Rate Increase with Plum Insight Read More »
When you think about it there aren’t different survey types. Not really. A survey is simply one or more questions intended to elicit a response on a given topic. Where things start to get complicated is when we factor in the goals we want to achieve by using surveys. When we talk about “survey types” …
Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the …
3 Uses of Customer Service Technology in Insurance Read More »
The Buyer’s Journey In marketing there is a lot of talk about the “buyer’s journey.” This is a not-so-fancy way to describe the process by which a person discovers and purchases a product or service. So if we’re talking about buying a car, the journey isn’t the picture on Instagram of someone standing next to …
Fuse - Low-Code Programmable GUI Environment
Chat - Omni-channel communication with chatbots
Conversational AI - Understand caller intent
DEV - Programmable voice platform for dynamic, complex, and secure apps
Insight - Omni-channel survey creator
Message - Enterprise-Level SMS Campaign Management Platform
Professional Services - Accelerate deployment for rapid ROI
SecureAssistant - Agent-present virtual voice assistant for secure payments
VoiceTrends - Analytics for voice applications
Account Inquiries & FAQs - Handle repetitive queries with ease
Card Activations & Servicing - Improve card profitability
Notifications & Reminders - Leverage voice dialogs and SMS
Payments - Process secure customer payments over the phone
Remote Workforce Reporting - Automate timekeeping processes
Surveys - Build voice surveys in minutes
Banking & Financial Services - Account access with security
Government - Automate Compliance Notifications & Payments
Healthcare - Automate patient communications
Insurance - Account access for agents & policyholders
Prepaid Cards - Card management & support
Technology & SaaS - Expanded voice and conversation AI capabilties
Utilities - Automated notifications & communications
Knowledge Portal
Support & Docs
White Papers
Case Studies
Videos
Webinars
Security & Compliance